01732 759725 42 60 seconds TR: What support do you offer MSPs using Halo? TB: We offer support in UK/US/AUS, as well as a network of 3rd party consultants that can help configure HaloPSA. TR: What have been your business highlights of the last 12 months? TB: We don’t spend a great deal of time looking at what we’ve accomplished so far, as we are maybe 20% of the way towards our goals. That said, being the main sponsor at the N-able Empower show in Texas and the SITS show in the UK was a lot of fun. TR: What should MSPs be looking to capitalise on in the next few years? TB: The boring (but probably correct) answer is AI/LLM toolsets and working out how to employ them in your own business and, more importantly, pack/ sell/support customers who don’t understand how best to use them. TR: Do you anticipate a lot more consolidation in the tech sector in the coming years? TB: I think there has always been, and always will be, a lot of consolidation in the tech sector and it’s mostly a good thing for MSPs. TR: What help can Halo offer new customers when setting up a service desk ticketing system? TB: We offer our own consulting services in-house and also work with some well known third parties from around the world who have years of experience in implementing MSP toolsets. TR: How has the economy affected the UK tech sector in the last 12 months? TB: I think it’s hit the businesses that possibly weren’t being run efficiently enough, but that’s created opportunity for everyone else. TR: What’s currently having the greatest impact on your business? TB: We’ve always grown very organically in terms of size and target market, but recently demand has grown so much that, in Tim Bowers is CEO of HaloPSA, a provider of Professional Services Automation (PSA) software that enables managed service providers to boost productivity through digital workflows and automation. HaloPSA is one of three software solutions developed by Halo Service Solutions (Halo), alongside HaloITSM, a service management tool for enterprises, and HaloCRM, an omni-channel Customer Relationship Management platform that enables customer service teams to communicate through voice, email, voice, text, chat and more. Halo was established in 1994 and currently has over 100,000 users in more than 50 countries Technology Reseller (TR): What is the history of Halo in the UK? TB: Halo Service Solutions used to be known as NetHelpDesk. We rebuilt our application from scratch and opened offices in Australia and the US five or six years ago, which let us expand internationally. TR: What is the secret of Halo’s success? TB: Our success is our long-term vision, which is only possible by remaining a privately owned company. It gives us the opportunity to make decisions without having to worry about short-term targets. TR: How is HaloPSA different to other PSA solutions? TB: We’re the only option on the market that has feature parity with the incumbent tools but in a much more modern interface. We’re also designed for a more modern MSP and we’re barely getting started in terms of functionality. 60 seconds with... Tim Bowers, CEO, HaloPSA some cases, support levels and our ability to onboard new customers have been impacted. This has meant working closely with third party consultants which has actually brought with it a large number of other benefits, such as working with them on a new podcast series. TR: What could service desks do differently to improve efficiency? TB: Using HaloPSA you can certainly start leveraging relevant OpenAI-based automations that cut down triage/ categorisation steps, as well as offering suggested resolutions based on your old ticket data. TR: What are your three top tips for service desk managers? TB: q Ensure your teams have a route for career progression – ideally with some specific targets. w Use KPIs, but make sure you think about why you need the KPI before throwing it on a dashboard. e Celebrate the achievements of teams or individuals – it doesn’t have to be a cake or an expensive voucher, sometimes just a well done will do! TR: What’s the best bit of business advice that you’ve been given? TB: That it’s OK to fail, as not every prospect is a good fit for where you are right now. TR: What is your favourite quote and why TB: I’ve never liked quotes as they can be taken out of context so easily. If I had to pick one, it’d be ‘Progress over perfection’ by Winston Churchill, but he’s probably paraphrasing someone else. TR: What’s the most useful and frequently used app on your phone? TB: Reddit! TR: What’s on your current playlist? TB: The Diary of a CEO. The best episodes so far are the Jimmy Carr ones but not for the reasons you’d assume. TR: How do you spend your spare time? TB: I work at a growing tech company and have two young kids, what’s spare time?! Tim Bowers
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